Client Contact Center Specialist - Fremont Bank : Job Details

Title: Client Contact Center Specialist

Location: Livermore, CA

Hiring salary range: $26.01 - $34.95 per hour

Fremont Bank, founded in 1964, is one of the oldest independently owned banks in the Bay Area and is among the top-rated mid-tier banks in the nation. Voted a Top Workplace for 2024 and for the past fifteen consecutive years, Fremont Bank has an immediate opening for a Client Contact Center Specialist in Livermore, CA.

Position Overview

The Client Contact Center Specialist is responsible for providing support and assistance to existing clients, potential clients, and other parties contacting Fremont Bank via telephone and/or email. This role involves adhering to bank policies to effectively address inquiries, resolve issues, fulfill service requests, and cross-sell relevant products and services. The department is a high-volume contact center serving customers and the sales team.

Role and Responsibilities

• Handle incoming phone calls, resolve client inquiries, and present company products and services to help clients achieve their financial goals.
• Maintain in-depth knowledge of products and services to meet client needs.
• Cross-sell products and services effectively.
• Review client profiles to promote beneficial products/services.
• Partner with Bankers, Commercial Loan Officers, and Financial Advisors to connect clients with experts for specialized needs.
• Collaborate with Mortgage Officers to offer mortgage and home equity lines of credit.
• Strive to provide the “Six Diamond” customer experience in every interaction.
• Handle interactions professionally, accurately, and with high standards of integrity.
• Resolve client issues by offering solutions and follow up to ensure satisfaction.
• Follow bank guidelines, regulations, policies, and procedures.
• Coordinate with internal departments to update client information and expedite research or referrals.
• Assist with Travel Advisory forms, ATM questions, stop payments, and E-claims.
• Support mortgage-related clients as needed.
• Meet quarterly sales goals.
• Perform other duties as assigned.

Minimum Qualifications

• Associate degree in a business-related field or equivalent work experience.
• 2+ years of experience in a growing call center environment, handling escalated customer calls.
• Telemarketing experience required.
• Ability to multitask using multiple applications.
• Banking experience in retail sales.
• Familiarity with field concepts, practices, and procedures.
• Excellent customer service and communication skills, including professional phone etiquette.
• Ability to work independently and handle multiple tasks.
• Effective problem-solving skills.
• Flexibility to work weekends and holidays as needed.